ICQA Escalation Specialist

Amazon; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

An established industry player is seeking a dedicated Escalation Specialist to join their Inventory Control and Quality Assurance team. In this pivotal role, you will act as the crucial link between Customer Service and Operations, ensuring swift resolution of operational issues that affect customer satisfaction. This position offers a unique opportunity to hone your analytical and problem-solving skills while contributing to a culture of excellence. If you thrive in dynamic environments and are passionate about delivering exceptional customer experiences, this role is your chance to make a significant impact in a fast-paced setting.

Qualifications

• 1 year of experience with Microsoft Office products.
• 2 years of Amazon Amnesty Floor Monitoring experience.

Responsibilities

• Act as the link between Customer Service and ICQA.
• Analyze and solve operation issues impacting customers.
• Conduct research and generate reports to drive actions.

Skills

Microsoft Office

Problem-solving

Analytical Skills

Education

High School Diploma or equivalent

Job description

JOB DESCRIPTION

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover, and buy anything online. Operations is at the heart of the Amazon customer experience. Each action we undertake is done on behalf of our customers, as meeting their expectations makes us feel good. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds and implement innovation. This is your chance to make history.

Role: Escalation Specialist role in Inventory Control and Quality Assurance (ICQA)

The ICQA team is seeking an excellent individual who is interested in becoming an Escalation Specialist (ES). The Escalation Specialist reports into the local ICQA organization and is a key link between Fulfillment Center and Customer Service. The Escalation Specialist analyzes and solves operation issues that may have an impact on customers and acts on customer issues to solve them and prevent further defects. Escalation Specialists hold responsibilities specific to the different FC areas to connect them for quick problem resolution. The ES will have the drive to develop and enhance existing skills and knowledge and meet targets and productivity expectations in line with company goals.

Key Job Responsibilities

1. Act as the link between Customer Service and the ICQA and Operations team.
2. Contribute to solving operation issues to avoid impact on customers and prevent future reoccurrence.
3. Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors, and process issues.
4. Perform concession research, analysis, and escalations.
5. Conduct special research and deep dives, identify trends, and generate reports that drive actions.
6. Support other Escalation Specialists as required.
7. Assist in ensuring successful area performance by analysis and reporting on business performance.
8. Research free replacements daily and provide detailed analysis of the errors.
9. Apply Amazon policies and guidelines related to the ES role and general processes.
10. Support and work in the department as required.
11. Fully understand workflow and daily production goals.

Minimum Requirements

1. 1 year of Microsoft Office products and applications experience.
2. High school or equivalent.
3. Work a flexible schedule/shift/work area including weekends, nights, and/or holidays.
4. Can lift up to 49 pounds, stand/walk during shifts lasting up to 12 hours, and be able to frequently push, pull, squat, bend, and reach.
5. 2 years of Amazon Amnesty Floor Monitoring experience.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Required Experience:

Unclear Seniority